Monthly Archives: September 2014

Telecoms and Banking are two industries well regulated for consumer protection, and highly competitive. One might think that these two factors would ensure a strong focus on customer experience and satisfaction. But our own experience tells a different story. Here is what we learned.

It's standard business practice to have a clear view of who your target customer is. But don't let that get in the way of how you handle your customer experience, as this case study shows.

Few business books actually stand the test of time. But The Cluetrain Manifesto (1999) is one of them - predicting and still guiding how and why ‘engagement’ in customer conversation matters so much to 'business as usual' for businesses today. Here's why you should read or re-read it....